Zachary Johnston

I share an equal third ownership of Lifebar, LLC. We're currently in the process of opening a brick-and-mortar business in downtown Springfield, OH that will include a bar, arcade, pre-packaged gourmet ramen offerings, and clothing retail. Some of the responsibilities of my current role (or actions taken while I've held the position) include:

• Drafting a Multi-Member LLC operating agreement
• Compiling data from business partners and rolling it into our formal business plan
• Presenting our business plan to lenders and investors
• Securing investor funding
• Meeting with investors to communicate updates
• Sourcing of Contractors, Firms and Agencies to coordinate the purchase and renovation of commercial real estate
• Design and printing of merchandise for retail our line

My role in Client Services/Client Relations was to act as an intermediary between our operations teams, our account executives and our clients. Some of the responsibilities of this role included:

• Partnering with Sales, Client Contacts and Operations to facilitate and manage the onboarding of new clients and separation of clients when necessary.
• Scheduling, organizing and facilitating client meetings, maintaining minutes and recordings for those meetings, and pulling together emergency meetings as necessary
• Reviewing changes to industry standard and acting as point person for projects initiated as a result to changes in standard (for instance, Reg A/B, Dodd Frank Act, regulation related to the Consumer Financial Protection Bureau, etc.)
• Management and prevention of service creep
• Business travel for client trainings, implementations and annual business reviews
• Collection and compilation of data for our account executives' annual business reviews with our clients
• Reporting of SLAs, quality and customer concerns to the client
• Conflict resolution of issues arising with internal and/or external partners
• Identified issues or gaps within process and communicated them to the appropriate teams to ensure resolution
• Coordinated remedial efforts in the event of large-scale issues, inaccurate mailings, etc.
• Coordinated annual technical writing reviews of policy and procedure for individual clients
• Maintained a knowledge and understanding of client contracts and how our performance was scaled and what impacts would occur if our performance standards weren't met
• Ensured that our company's interests were protected in interactions with clients and in response to client requests.

Served as a unit manager for a variety of departments within the company, managing both small teams of under 15 people and large teams of over 40 people. Co-managed on teams of over 100 people. The various capacities under which I worked as unit manager are listed below:

• Data Processing
• Insurance Customer Care
• Tax Payment Processing
• Insurance Loss Drafts Customer Care
• Insurance Loss Drafts Processing
• Escalated Customer Management
• Data Validation

Within those roles, my responsibilities included, but were not limited to, the following:

• Management of data processing and call center service level objectives
• Daily, Weekly, and Monthly reporting of quality, productivity and service level objectives
• Coaching and mentoring team members, documenting and facilitating disciplinary action up to termination
• Coordinating with various teams to ensure business continuity
• Maintaining team morale
• Communicating with clients regarding action plans, service level concerns, and procedural updates/questions
• Acting as subject matter expert for policy and procedure updates, identifying and communicating when those updates were necessary, and working with Technical Writing to ensure publication
• Partner with data, ops and business analysts to communicate concerns with processing platforms and propose rule changes when necessary.

• Acted in a supervisor role (reporting to a Unit Manager) for a hybrid call center and data entry team, consisting of 15-20 team members on average
  • Monitored call center service levels to ensure client objectives were met or exceeded
  • Monitored document processing to ensure quality and productivity standards were met
  • Developed coaching and training materials
  • Periodically monitored calls for internal quality assurance, both live and recorded
  • Developed action plans in the event of below standard service level occurrence
  • Developed coaching plans for agents whose performance was below standard
  • Developed incentive plans for agents whose performance was above standard

• Handling of insurance related calls for a variety of mortgage companies in a high-volume environment
• Consistently met or exceeded quality and call center expectations (average handle time, aux time, hold time, etc.)
• Worked as an escalated call team member, handling customer escalations at a supervisory level
• Reviewed and responded to concerns raised by our mortgage company clients about customer escalations, drafted timelines and complaint responses

Data Entry:

• Provided responses to prompts from an optical recognition program to ensure proper disposition of insurance documents.
• Forwarded insurance documents to an Autoprocessing Facility to so that maintenance could occur in automated fashion
• Forwarded exception documents via queue to processing teams for manual handling

• Responsible for opening mail manually and by machine and sorting mail by document type and client